Robert W. Carpenter, Esq.

March 13, 2018 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your personal loan with the USAA Federal Savings Bank. Please note that your loan was charged off in December 2015 due to delinquency.  A letter with the...

payoff amount was mailed to you on March 12, 2018.  We appreciate you allowing us to reply to you.   Sincerely, [redacted]

May 21, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC). We will...

respond to the OCC accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

December 30, 2016   Master Sergeant [redacted], USAF Complaint ID #: [redacted]                                  Dear Sergeant...

[redacted]:   I am responding to your submission regarding your credit card with the USAA Savings Bank and I regret any frustration this matter may have caused.   [redacted], of our staff, was unsuccessful in her attempts to contact you; however, after further review, a missing credit was identified.  On December 20, 2016, Ms. [redacted] applied the missing credit to your account.  Coaching was provided to the individuals involved to prevent a similar occurrence.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]
  Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding your mortgage, your deposit account, your credit card, as well as issues with our automated system. I regret any frustration you experienced.
Thank you for speaking with [redacted]...

[redacted], of our staff, who reviewed your mortgage loan modification and confirmed that an approval letter was mailed to you on December 8, 2016, and any foreclosure proceedings have been placed on hold. Although NationStar Mortgage (NSM) shows no record of your $5,000.00 payment, you were advised to send a copy of the front and back of the check to NSM so that they can research this further.
[redacted], also of our staff, discussed with you the disputed transaction on your deposit account. She verified that the required documentation was not received; therefore, you will remain liable for this transaction. I understand that you will be sending the correct receipt to continue the dispute.
I was pleased to learn that the other issues in your correspondence were addressed to your satisfaction. If you have any other questions Ms. Norman and Ms. Hernandez remain available to assist you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. Other bank products are issued and serviced by USAA Federal Savings Bank.

Complaint: [redacted]
 
I am rejecting this response because: I would not be going to thr irs daily, calling usaa daily not filing a complaint with Revdex.com if me and my wife had obtain the money we are owed. However, Usaa has stolen and lost the money. Check our bank account there no issue of direct deposit. If I have to file a lawsuit I will do that. Usaa is fraud and has no integrity, honesty, murals of giving us are money back. Can not show documents that it has been issued a direct deposit or where it has went. I will aee usaa in court. 
Regards,
[redacted] & [redacted]

August 24, 2015 [redacted]
[redacted] Dear Ms. [redacted]:  I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank.   Our records confirm that you filed an inquiry with the Arizona Attorney General....

 We responded to you and the Attorney General’s office about this matter on August 21, 2015.   Thank you. Sincerely, [redacted]

November 24, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your second submission regarding your insurance claim.  Martin [redacted], of our staff, has been unsuccessful in his attempts to reach you to discuss your concerns.  I understand he left you a detailed message advising that a copy of our response to the Texas Department of Insurance was mailed to you on November 16, 2015, and that we are pending the engineer’s assessment of your roof.  If you have any questions, Mr. [redacted] can be contacted at [redacted] Extension [redacted].  We appreciate the opportunity to review your concerns again.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: That is completely untrue. I scheduked the payments via phone in January with my new bank account. There seems to be no notes regarding this phone call. In Febuary it shoukd have been the new account as well and I was told that it was updated. Then when I called in May they said nothing was updated and that you guys needed to send me a form. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you so much for working with me. It is much appreciated!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA can restrict access to anyone's account, but that is not the issue at hand - so lets cover the issue which is USAA Federal Savings Band Blocking Access to the online wed site that allows me to view statements, documents. USAA has blocked access to my USAA Auto Insurance, USAA has blocked membership medical benefits, such as dental and vision benefits, my USAA Auto insurance is paid in full and in good standing, yet USAA has blocked the web site and will not allow me access, I wanted to enroll for medical benefits and take advantage of the USAA discount, I am unable to do this, Again USAA has me blocked from the web site. So in short, USAA claims that I owe money on 2 credit cards, which is true, I do owe USAA money on two credit cards, but USAA was also called and told last November that I was laid off from work and would not be able to pay the payments on those 2 credit cards, so there shouldn't be a surprise to USAA  My issue is unfair collection practices on behalf of USAA Federal Savings Bank, The bank has blocked all online access, denying access to my USAA auto insurance account, that is paid in full and USAA is also denying my right to take advantage of the Dental and Vision Medical Benefits offered to all USAA Members. I should be able to log onto USAA at any time and see and print any financial documents, make changes or print insurance documents, and take advantage of my membership discounts to enroll in Dental and Vision Medical Benefits, USAA should not be allowed to block my access to this information simply because I was laid off from work and cannot pay my credit card bill (Welcome to 80% of America USAA) Further USAA under Federal Law is required to give me at least 30 day written notice of their intent to charge the accounts off, USAA did not provide any notice, USAA simply charged the accounts off - I Never even had a chance to dispute any charges on the accounts
Regards,
[redacted]

September 8, 2015 [redacted]
[redacted]
[redacted] I am responding to your submission regarding the endorsement process on your claim settlement check. I appreciate you taking the time to speak with [redacted] and [redacted], of our staff, about this matter....

I apologize for the frustration and inconvenience you experienced as we should have ensured proper expectations were set with how the check would be handled. As Ms. [redacted] advised, a check was sent to you for the first installment payment and a second check was issued to reimburse you for the expenses you already paid. Should you have any additional questions, both Mr. [redacted] and Ms. [redacted] remain available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 7, 2017 Mr. [redacted]Complaint ID #: [redacted] I am responding to your submission regarding your consumer loans with the USAA Federal Savings Bank. Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We will respond...

to the CFPB accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

October 6, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding the handling of your automobile loan. We strive to provide quality service to our entire membership, and we appreciate the opportunity to review the matter. On July 24, 2015,...

we funded an automobile loan ending in [redacted]. Please refer to the Addendum to Note, Disclosure and Security Agreement for your specific loan terms. Thank you for speaking with [redacted], of our staff, who confirmed the additional payment was mailed to the dealership. Should you have any further concerns, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply. Sincerely,
[redacted]

November 29, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account with the USAA Savings Bank. Thank you for speaking with [redacted], of our staff, who submitted a payment for the remaining...

balance and refunded the finance charge.  The closure of the credit card account will be reported to the credit bureaus as is the standard practice.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]  Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings   Bank, both Member FDIC

Complaint: [redacted]
I am rejecting this response because: We do not agree with the decision based on your institutions finding's. We did not do this to ourselves and when we are vindicated we expect a sincere handwritten apology. My spouse and I attempted to contact [redacted] from USAA numerous times, but did not get a response. We are disgusted by what your institution has done to us, as Veterans we deserve better treatment. We will not be doing business with your institution due to the fact that your institution only cares about its profits and not is looking out in the best interest of the customer. As a business claiming to support Veterans, your institution is really showing its true colors.
Regards,
[redacted]

September 13, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the funds removed from your new deposit account established with the USAA Federal Savings Bank (FSB).  I regret any frustration this matter may have...

caused you.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  As she explained, we properly notified you in writing in 2008 about the overdrawn checking account balance with the FSB, which was subsequently charged off.  On August 23, 2017, the FSB processed a Right to Offset (RTO) from your newly established checking account to satisfy the balance owed in the account charged off in 2008.  An RTO is a Bank's legal right to seize funds that a guarantor or debtor may have on a deposit to cover a deposit account and/or loan in default.  The process of RTO is outlined in the Depository Agreement and Disclosures that was provided to you when you established each of your deposit accounts.   Mr. [redacted], please know that we identified an opportunity where we could have done a better job explaining the FSB’s policy to you when opening your new deposit account.  Please know that coaching was provided to those involved to prevent a similar occurrence.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: I remain completely baffled that a relatively large financial institution cannot or will not find some common ground on this issue. The solution provided remains unsatisfactory. While it seems no other options remain I will at least remain ever vigilant should I ever decide to conduct business with USAA in the future.
Regards,
[redacted]

August 20, 2015
[redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding deposits made into your USAA Federal Savings Bank (FSB) checking account and the FSB’s hold policy. As stewards of our members’ financial security, the established hold policy...

is put in place to protect both you and USAA from potential losses. Our employees are expected to be courteous and helpful when speaking with our members, and I apologize that this was not what you experienced. Thank you for your feedback, which we have shared with the appropriate parties. For your reference, the Funds Availability policy is outlined in the Depository Agreement and Disclosures (DAD), which is provided to all account holders and available on usaa.com. According to the DAD, all Remote Deposit Capture deposits, such as Deposit@Mobile, are subject to a hold. USAA will hold the funds for up to seven business days from the date of deposit. In some instances funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with the FSB, and such other factors as USAA, in its sole discretion, deems relevant. [redacted], of our FSB staff, reviewed your situation and account information and released a partial amount of the funds that were on hold for your immediate use. In addition, I understand that he provided options to prevent future holds. Should you have any further questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA is lying. I received no notice on my account whatsoever. Therefore USAA's actions are in violation of the FDCPA.
Regards,
[redacted]

October 13, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms[redacted]:
I am responding to your second submission regarding your accounts.
Thank you for speaking with [redacted], of our staff, who confirmed that our decision stands. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]